Experienced candidate with property/commercial claims handling experience, technical claims handling service for, and on behalf of Adjusters including acting as the principal point of contact (post visit) with full empowerment to manage claims for both internal and external stakeholders. To provide excellent customer service & reduce elapsed timescales whilst reducing indemnity spend where necessary.

Duties and responsibilities:

To manage the customer experience throughout the claim, following the agreed contact strategy and delivering a high level of customer satisfaction

Undertake Daily / Weekly updates of all outstanding claims with full empowerment to progress these claims forward to conclusion

Understand the principle of Treating Customers Fairly with full application of this

Monitor, manage and chase suppliers both internal and external to ensure a smooth journey and a fair outcome for the customer

To manage case/work load in accordance with service level agreements and both customer and client expectations on daily basis including pro-active diary management

Ensure that Client schemes manuals, Client Philosophies as well as all relevant documentation are all referred and adhered to

To maintain and demonstrate a good level of technical knowledge with the ability to work across various technical disciplines

Understand Delegated Authority Agreements

Obtain authorisation of claims outside levels of authority

To evidence and demonstrate the ability to make decisions whilst taking into account the customers circumstances and client philosophies

To write, check, authorise and issue a full spectrum of correspondence including reports in line with the group and the clients agreed standard

Ensure the correct procedures are adhered to when dealing and resolving all informal and formal complaints in accordance with our Company standards

Deal with all correspondence in accordance with agreed SLAs

Understand the Data Protection procedures and understand and implement company systems and procedures

To recognise where there are inconsistencies during the claims process and take remedial action

Skills & Experience

Great interpersonal skills including good rapport/relationship and negotiation skills, competent and confident in interactions with stakeholders and business partners

Computer literacy together with and the ability to organize your own workload is essential

Accuracy, attention to detail and an investigative approach

Ability to work within agreed timescales and deadlines and be flexible alongside customer and/or client demand

To work actively as part of a team and contribute towards delivering team performance

To actively listen when interacting with customers using clear effective communication and adapt style to meet the customer needs

To be proactive in identifying problems and constructively look to find solutions

Ability to work in a fast paced and changing environment with the ability to embrace change positively